Work Planner

Job description

Proxy Team is a part of BDS. The Proxy Team Work Planner is responsible for point to point ticket execution, smooth running and data quality of request management, resource availability as well as  resource assignment. The Work Planner will also be in charge of the handling operational escalations as well as presenting regular reports.
The range of activities and tasks which are undertaken by a work planner include:
- Assign resources to individual requests, bin’s, workflowtasks (WFT) and work plan activities;
- Validate of all requests( Incidents, changes, queries, problems) and IP/WFT's if applicable (SLA / non-SLA);
- Decide and prioritize when the request, WFT, work plan activity should be executed;
- Control timely execution of requests, Wft’s and work plan activities;
- Handle and manage SDM tickets;
- Monitor ,Track & Trace the ongoing requests / issues;
- Manage the document control and review process;
- Assist in compliancy and audits;
- Improvement initiatives in planning and processes;
- Keep track of the availability and allocation of resources, projects;
- Realized KPI targets : Ticket assignee and SLA target for each contract;
- Check SLA levels;
- Prepare weekly, monthly reports and presentations for Demand countries;
- Take part in weekly and monthly calls with counterparts.
Activities realized by work planner are making shorter communication channels between Demand Country and Analyst as well as provide contact for Team Leaders and Managers.

Desired profile

- Ability to speak English (second language as a plus); 
- University degree and some experience in IT environments is a plus;
- Working knowledge of Processes Management frameworks such as ITIL v3 is a plus;
- Creatively resolves and/or escalates issues in a reasonable timely manner;
- Ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities; 
- Knowledge of MS Office (Word, Excel, PowerPoint); 
- Team orientated; 
- Client focus;
- Willing to learn and ‘Can do’ attitude;
- Strong communication skills and a proactive way of working.